Highgate Removals Terms and Conditions of Service
These Terms and Conditions set out the basis on which Highgate Removals provides household and commercial removal, packing, storage and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given:
1.1 Client means the person, firm or company who requests or accepts services from Highgate Removals.
1.2 Company means Highgate Removals and any authorised employees or subcontractors engaged to perform the services.
1.3 Services means removal, packing, loading, transportation, unloading, unpacking, storage, waste removal and any related services provided by the Company.
1.4 Quotation means the written or electronic estimate provided by the Company describing the services to be supplied and the associated charges.
1.5 Premises means the collection, delivery and any interim locations where services are to be provided.
1.6 Goods means the items, belongings or property that the Company agrees to move, handle, store or dispose of.
2. Scope of Services
2.1 The Company provides local and national removals, including domestic and commercial moves, packing and unpacking, temporary storage, and, where agreed, removal of certain types of waste or unwanted items.
2.2 The precise scope of services for each move will be set out in the Quotation, based on the information supplied by the Client during the booking process.
2.3 Any services not expressly included in the Quotation will be treated as additional services and may incur extra charges.
3. Booking Process
3.1 All bookings are subject to availability and are not confirmed until the Client has accepted the Quotation and paid any required deposit.
3.2 Quotations are based on the information provided by the Client, including property access, parking, volume of goods, special items and any time constraints. The Client is responsible for ensuring that all information provided is accurate and complete.
3.3 The Company may conduct, or request permission to conduct, an in-person or virtual survey to assess the volume and nature of the Goods and the access conditions at the Premises. The final Quotation may be adjusted following such a survey.
3.4 Quotations are normally valid for 30 days from the date of issue unless otherwise stated. The Company reserves the right to withdraw or amend a Quotation before acceptance, particularly if circumstances change or new information is provided.
3.5 By confirming a booking, the Client warrants that they are the owner of the Goods or have the authority of the owner to enter into this agreement and to direct the Company to perform the services.
4. Access, Parking and Client Obligations
4.1 The Client must ensure suitable and safe access to the Premises, including adequate parking and any necessary permits or permissions required for the Company’s vehicles.
4.2 Unless agreed otherwise in writing, it is the Client’s responsibility to obtain and pay for any parking permits, suspension of parking bays, access permissions or other local authority permissions required.
4.3 The Client must ensure that the Premises are ready for the agreed moving time, including proper packing of Goods if a packing service has not been booked, disconnection of appliances where required, and safe access to all items.
4.4 The Client agrees to be present, or to appoint a responsible representative to be present, throughout the loading and unloading process to provide instructions and confirm that all Goods have been collected and delivered.
4.5 The Company is not liable for delays, additional costs or inability to complete services where access is restricted, unsafe, or not as described by the Client. Additional time, labour or equipment required due to such issues may be charged at the Company’s standard rates.
5. Payments and Charges
5.1 Unless otherwise agreed, a deposit is payable at the time of booking, with the balance due no later than the last working day before the move date, or immediately on completion of the services where agreed.
5.2 The Company accepts various forms of payment as advised during the booking process. Cash payments may be subject to additional conditions and are typically due on arrival before work commences.
5.3 All prices are stated in pounds sterling and may be subject to applicable taxes or charges as required by law.
5.4 If services extend beyond the scope or duration specified in the Quotation due to factors outside the Company’s control, such as delays caused by the Client, third parties, or access issues, the Company may apply additional hourly or fixed charges as notified to the Client.
5.5 Where payment is not received in full by the due date, the Company reserves the right to suspend services, retain Goods under a lien, or decline to complete the move. Interest may be charged on overdue amounts at the statutory rate or a reasonable rate notified to the Client.
6. Cancellations and Postponements
6.1 The Client may cancel or postpone a booking by providing written or verbal notice. However, cancellation and postponement charges may apply depending on the notice period:
a If more than 7 days’ notice is given before the scheduled service date, the Company will normally refund any deposit paid, subject to a reasonable administration fee.
b If between 3 and 7 days’ notice is given, the Company may retain part or all of the deposit to cover allocated resources and lost bookings.
c If less than 3 days’ notice is given, or if the Client fails to provide access on the day of service, up to 100 percent of the quoted amount may be charged.
6.2 Any refund or waiver of cancellation charges is at the discretion of the Company, taking into account the circumstances and any non-refundable costs already incurred.
6.3 If the Company needs to cancel or change the booking due to unforeseen circumstances, safety concerns, adverse weather, vehicle breakdown, staff illness or events beyond its reasonable control, it will notify the Client as soon as possible and offer an alternative date or a refund of any amounts paid for services not yet provided. The Company is not liable for consequential losses arising from such cancellations.
7. Client Responsibilities for Packing and Preparation
7.1 Where the Client is responsible for packing, all Goods must be properly and securely packed in suitable containers, with fragile items carefully protected. The Company is not liable for damage to Goods that were inadequately or improperly packed by the Client or a third party.
7.2 The Client must empty all furniture, cupboards, drawers and appliances unless specifically agreed otherwise in writing. Items left inside may cause damage or render the item too heavy or unsafe to move.
7.3 The Client is responsible for disconnecting and reconnecting all appliances, including washing machines, dishwashers, cookers, and electrical devices, unless the Company has agreed to provide this service.
7.4 The Client must clearly label any items requiring special handling or that are not to be moved, and must identify any high-value or delicate items at the time of booking or before the move begins.
8. Excluded and Restricted Items
8.1 The Company will not transport or handle hazardous, illegal, or prohibited items, including but not limited to explosives, flammable liquids and gases, firearms, ammunition, drugs, live animals, perishable foodstuffs, or any items whose possession or transport is unlawful.
8.2 If such items are discovered during the move, the Company may refuse to transport them, and may terminate the services without refund, at its reasonable discretion.
8.3 The Company may impose restrictions on the transportation of particularly heavy, oversized or fragile items, or require additional equipment, labour or charges, which will be communicated to the Client where possible in advance.
9. Liability and Limitations
9.1 The Company will exercise reasonable care and skill in handling, transporting and storing the Goods. However, the Company’s liability is subject to the limitations set out in this section.
9.2 Unless additional insurance or an increased liability cover has been expressly agreed, the Company’s liability for loss or damage to Goods, arising from its negligence or breach of contract, shall be limited to a reasonable amount having regard to the value of the Goods and the price paid for the services. The Company may apply a per-item or per-load limit, which will be available on request.
9.3 The Company is not liable for loss or damage arising from:
a Inadequate or improper packing by the Client or a third party not engaged by the Company.
b Normal wear and tear, gradual deterioration, or minor cosmetic damage such as small scratches or scuffs inherent in moving goods.
d Loss of or damage to items of sentimental, special, or high value including jewellery, watches, personal documents, money, collections and antiques, unless specifically declared and accepted in writing.
e Acts or omissions of the Client or anyone acting on the Client’s behalf.
f Circumstances beyond the Company’s reasonable control, including but not limited to fire, flood, adverse weather, road closures, public disturbances, or third-party actions.
9.4 The Company is not liable for any indirect or consequential loss, including but not limited to loss of profit, loss of use, or emotional distress arising from loss or damage to Goods or delay in the provision of services.
9.5 The Company’s total aggregate liability in respect of any claim or series of connected claims shall not exceed the amount paid for the services giving rise to the claim, unless otherwise required by law.
10. Claims and Time Limits
10.1 The Client must inspect the Goods upon delivery and promptly notify the Company of any visible loss or damage before the team leaves the Premises wherever reasonably possible.
10.2 Any claims for loss or damage must be made to the Company in writing as soon as reasonably practical and, in any event, within 7 days of completion of the services or delivery of the Goods, whichever is earlier.
10.3 The Client must provide reasonable evidence of the loss or damage and the value of the affected Goods. The Company may request photographs, purchase receipts, or other documentation.
10.4 Failure to notify the Company within the stated timeframe may prejudice the Company’s ability to investigate and may limit or extinguish any liability, except where not permitted by law.
11. Waste Removal and Environmental Regulations
11.1 Where the Company agrees to remove unwanted items, rubbish or waste as part of the services, it will do so in compliance with applicable UK waste and environmental regulations.
11.2 The Client confirms that any items presented for disposal are their property or that they have authority to dispose of them.
11.3 Certain items cannot be collected as general waste and may require specialist disposal, including hazardous materials, electrical items, and large quantities of construction debris. The Company reserves the right to refuse collection of such items or to apply additional charges to cover lawful disposal.
11.4 The Company may transport waste or unwanted items to licensed waste transfer stations, recycling centres or authorised facilities, and may separate recyclable materials where practical.
12. Storage Services
12.1 Where storage is provided, whether directly or through a third-party facility, the terms of storage, access rights, charges and notice periods will be explained to the Client during booking and may be subject to additional storage-specific conditions.
12.2 Storage charges are normally payable in advance and may be billed on a weekly or monthly basis. The Company may exercise a lien over stored Goods in the event of non-payment.
12.3 The Client must not store prohibited, illegal or hazardous items, and must comply with any storage facility rules notified to them.
13. Subcontracting
13.1 The Company may, at its discretion, use vetted subcontractors or partner companies to perform part or all of the services. The same care and standards will be expected of any subcontractors engaged.
13.2 These Terms and Conditions apply to all services carried out by such subcontractors to the same extent as if undertaken directly by the Company.
14. Data Protection and Privacy
14.1 The Company collects and processes personal information required to arrange and provide the services, including contact details, addresses and payment information.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will use such information only for legitimate business purposes related to the provision of services, administration, and compliance with legal obligations.
15. Complaints Procedure
15.1 The Company aims to resolve any concerns quickly and fairly. If the Client is dissatisfied with any aspect of the services, they should raise the issue with the team on the day where possible, and follow up with the Company as soon as practicable.
15.2 The Company will investigate complaints and seek to provide a response within a reasonable timeframe. Where appropriate, the Company may offer corrective action, a partial refund, or other resolution.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of such right or remedy.
17.3 These Terms and Conditions, together with any Quotation and written variations agreed between the parties, constitute the entire agreement between the Client and the Company in relation to the services and supersede any prior agreements or understandings.
17.4 The Client may not assign or transfer their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations, including in connection with a business sale or reorganisation.
17.5 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless changes are required by law.
